Working together to deal with COVID-19
We believe that insurance is about people, not things. Our priority is to be there for customers and brokers when they need us.
Since the onset of the COVID-19 pandemic, we have helped more than 1.2 million personal and business customers through our flexible payment options and premium adjustment measures, resulting in over $600M in relief.
If you have concerns or questions about your situation, please contact your broker.
We are here to help.
Frequently Asked Questions
Relief measures and premium adjustments
COVID 19 is causing me to experience financial challenges – what can I do?
If you submitted a car insurance relief request on or before May 31, you will receive a refund within 30 days that your request is approved. This is a one-time payment and the price of your insurance will not change.
Though our temporary relief measures have ended, we recognize that our support remains critical for those customers most impacted by the pandemic.
Please contact your broker to discuss options that best meet your needs.
I am driving less as a result of COVID-19. Am I eligible for a premium reduction?
If you are driving less, please contact your broker to ensure your coverage reflects your driving habits. You can also consider enrolling in Intact Insurance’s my Drive program.
How can my Drive give me more control over my auto insurance premium?
Provided that you meet the program’s enrolment criteria, my Drive offer customers personalized feedback and tips to help improve safe driving and the opportunity to earn up to 25% off auto insurance premium. Customers also receive a 10% discount just for signing up. Our my Drive program uses sensors on your smartphone to evaluate your driving behaviours and provide you with a personalized premium. If you are actively enrolled in my Drive, and you are driving less because of COVID-19, adjustments will be reflected at your next premium update.
One of the advantages of usage-based insurance is the ability to keep track of, and reflect, your driving record and behaviours.
I have home insurance with Intact Insurance. Can I request relief?
Intact Insurance customers working from home can access increased liability and home coverage, add identity theft coverage and cyber protection to their home policy at a discount, and for a limited time, access online mental health and well-being programs through LifeSpeak for free.
I have been laid off and might consider doing deliveries for work. Do I need to change my policy?
If you plan on using, or have been and wish to keep using, your car for food delivery purposes, please contact your broker to discuss and obtain the appropriate coverage, as you may require changes to your policy.
I am providing temporary childcare services for parents who are considered an essential service. Do I need to change my policy?
We are providing flexibility for those who are using their homes during the crisis for different purposes like running a business from home.
For example, if you are an existing customer who will be temporarily providing childcare or babysitting services to the maximum number of children established by the provincial guidelines in order to assist families impacted by COVID-19, during the immediate crisis period we are temporarily extending coverage to this exposure at no charge.
Are you still open?
Yes. We are focused on the well-being and safety of employees, while remaining open for business during the COVID-19 crisis.
At this time, we are not accepting walk-ins and we encourage customers to give us a call or to log into Client Centre.
We will continue to update this page with any new information
How can I protect myself against fraud?
Intact is committed to keeping our customers safe and protected from fraudulent activity.
If you’ve received a call about COVID-19 relief measures and suspect fraud or were asked to provide personal banking information, please contact your broker immediately or email us at FraudTips@intact.net.
All communications related to relief measures and premium adjustments should only be conducted through your broker or the Intact Client Centre.
To learn more about how to protect yourself from fraud, you can visit our fraud prevention page.
How are you protecting customers and employees?
We are taking every step necessary to protect employees, customers and brokers while ensuring that we continue to remain open for business.
The decisions we are taking continue to be guided by public health authorities in Canada and the United States.
We have strong precautions in place to ensure the safety of a small number of individuals who are in the office, as well as at our auto service centres to assist customers who have been in an accident.
We have a dedicated team monitoring this situation closely and will continue to update our response as necessary.
Where can I find up to date information on COVID-19?
Our business continues to operate with additional precautions. If there are any changes, we’ll tell you about it here.
What should I do if I get into an accident and need to file an auto or home claim?
Our claims teams are mobilized and ready to help you 24 hours a day, 7 days a week.
To ensure the most efficient service, we would like to remind you that the most effective ways to report a claim are via the Client Centre, the Intact Insurance mobile app or over the phone. You can submit a new auto claim and track auto and property claims online in real time, using the Intact Insurance mobile app.
You can also call our claims team at: 1-866-464-2424.
Each claim is unique. Please follow the policy’s directions for submitting a claim and our claims team will provide the necessary support to guide you through the process.
If you already have a claim underway, the progress of your claim can be tracked anytime, anywhere through our app or Client Centre.
Digital claims services
Visit the Claims section to learn how to submit or track a claim, share photos and documents or contact your claims representative.
Download the Intact Insurance app
What should I do if I get into an accident and need to file a commercial vehicle or property claim?
Our claims teams are ready to help you 24 hours a day, 7 days a week.
To ensure the most efficient service, we would like to remind you that the most effective way to report a claim is online or over the phone. You can call our claims team at: 1-866-464-2424
Each claim is unique. Please follow your policy’s directions for submitting a claim and our claims team will provide the necessary support to guide you through the process.
Online claims services
You can submit commercial property and commercial vehicle claims online.
A claims representative will open your file and contact you within one business day.
Where can I find resources to help prevent commercial claims?
Please consult our loss prevention safety tips page for information on contingency planning, idle property, cybersecurity and construction.
What documents can I find in the online Client Centre and the mobile App?
The vast majority of our workforce continues to work remotely. As such, we strongly encourage customers who are not yet registered on Client Centre to register and select paperless to ensure they continue to receive their documents electronically through our secure platform in a timely manner.
We are committed to offering seamless, on-demand access to your policy documents, electronic proof of auto insurance, claims and account information.
Managing your insurance anytime, anywhere
Client Centre provides you with easy, secure, online access to all your policy documents, billing statements and claims information, whenever or wherever you need it, from any device.
This is a difficult time for communities – what is Intact doing?
Our commitment to helping customers extends beyond our promise to provide second-to-none customer experiences. At Intact, our purpose is to help people, businesses and society prosper in good times and be resilient in bad times.
Since the start of the pandemic, we’ve responded to our customers and society’s needs, providing more than $7 million to target the immediate needs of individuals and families who are most vulnerable to the social, health and economic effects of this pandemic. This included a CAD$500,000 donation to Breakfast Club of Canada’s Emergency Club Fund, US$500,000 to Feed America and local charities in 22 communities across the United States where we do business, as well as $500,000 to support critical research underway with CHU Sainte-Justine and partner hospitals to develop and test a treatment for COVID-19.
Our employees also played a key role in supporting our efforts to help the communities most impacted by participating in our annual Generosity in Action campaign in collaboration with the United Way. Combining their generosity with our corporate match, we raised over $5.2 million nationally. These funds are helping families living in poverty and supporting worthy organizations to help their communities through the pandemic.
At Intact, our purpose is clear – to help people, businesses and society prosper in good times and be resilient in bad times. While we are optimistic of a recovery, these continue to be challenging times in Canada, the United States and around the world.
Throughout the pandemic, Intact Financial Corporation, and our brands, have been focused on supporting our employees and being there for customers and brokers. From the beginning of the crisis and over the course of the year, Intact provided over $600 million in relief that has helped more than 1.2 million customers across the country. This includes $50 million of relief to more than 100,000 of our small business customers through the Intact Small Business Relief Program.
Our team of engaged employees combined with our solid financial performance and resilient operations have enabled us to continue being there for our customers, brokers and communities throughout this difficult period. I am confident that working together we will continue to play an important and impactful role in helping customers and society to build back stronger from the crisis.
We value the relationships we have with all our stakeholders. If you have any questions, please do not hesitate to reach out through one of the channels below.
Chief Executive Officer
Intact Financial Corporation